Background
While CyberGrants makes its best attempt to ensure all payments make it to their intended recipient, sometimes they must be redirected to another organization. Often times redirection occurs because an organization has gone out of business or has become unreachable through the IRS, CAF America (for international credit card and matching payments), or provided contact information.
When a payment is returned and redirection is necessary, a process will initiate to adjust the current payment as well as any upcoming transactions that should also be adjusted to eliminate future issues.
If a program qualifies for donor-choice redirection, affected donors will be notified via email that they have 10 days to choose a new organization for the donation. If the donor does not respond in 10 days or if the program does not qualify, the payment and upcoming transactions will be redirected to the default organization selected by the client during program implementation. NOTE: Once the email is sent to affected donors, the process is inexorable. The payment cannot be reissued to the organization that received the initial payment.
Please visit CAF America CGDS Redirection for further information, specifically, related to redirecting non-U.S./non-Canada CGDS payments and to learn more about CAF America-verified default organizations.
Qualifying for Donor Choice Redirection
Most proposals will automatically qualify for Donor Choice Redirection today, but in the following instances, support for these scenarios is still to be developed. As part of launching this feature, we will inform you if any of your programs do not qualify for donor choice redirection, and what can be done to change that.
- Programs that automatically direct matching based on donor attributes such as work or home zip code
- Programs that force organization selection through portlets rather than search
Pending Redirection is a temporary area of the Donor Profile that will appear when a donor has gifts that are pending their input before being redirected to another charity. Employee giving proposal types must be configured for Donor Choice Redirection for this screen to appear, and only transactions against eligible donor choice proposal types will appear. The donor must be logged in to view this page.
A table will display all pending transactions, the organization in question, and the total amount of gifts to be redirected.
Credit card transactions are redirected per gift while payroll transactions can encompass multiple gifts.
Organization Search
The donor can perform an Organization Search with some additional restrictions. Returned organizations will follow all configured eligibility configurations from the original proposal type of the transaction. This means that new organizations that meet the proposal type's criteria and do not need to be nominated can be selected as part of the redirection process.
Any pending organizations will not appear in the results. This reduces the chance of additional delays in getting funds out due to outdated information or other issues.
Nomination is not an option - NOTE: U.S. organizations that would have returned as "nominate" are not displayed.
For CGDS programs that include both a DAF and MAA, returned organizations will only be ones that are DAF-eligible.
Redirection From the Donor Profile Screens Upon Gift Selection
Organization Search Results/Selection
Confirm Your Selection
Associated Emails
The four email events and reminders detailed below will keep the donor informed throughout the process
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Email Event 96801 - Initial Email sent to donor when transactions are eligible for redirection
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Email Reminder 96802 - Reminder Email sent to donor 5 days after initial email if action has not been taken by the donor
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Email Event 96803 - Redirect to Default Organization Email sent to donor when transaction is redirected to the default organization either by proposal type preference of default only, or due to inaction of initial email for more than 10 days
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Email Event 96804 - Donor Choice Completed Email sent to donor upon successful donor choice redirection
Donor Choice Redirection is only available for clients using the CyberGrants Disbursement Solution (CGDS). If you would like to learn more about CGDS, please contact your Sales Executive or Client Management Pod.
